Constructing Messages Saying No to Emotionally Involved Receivers Is a Challenging

question 72

Multiple Choice

Constructing messages saying no to emotionally involved receivers is a challenging communication task. Which of the following is the best advice for this task?

• A)Use the refusal-before-reason pattern to present the information artfully.
• B)Place blame where blame is due, including on the customer if he or she is responsible.
• C)Avoid offering resale information because it may weaken customer confidence.
• D)Use neutral, objective language to explain the reason the claim is refused.

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